Brightspeed

Operations

• Own and optimize the customer onboarding and order delivery experience from order handoff through successful installation and service activation
• Lead and manage a team of Customer Care Managers supporting Broadband Fiber and VoIP customers, setting clear priorities and performance expectations
• Establish and enforce standards, workflows, and best practices for customer interactions during onboarding and delivery
• Drive accountability for install completion, customer readiness, cycle time, and cancel avoidance
• Develop, monitor, and act on KPIs related to onboarding effectiveness, order delivery, escalations, and cancellations
• Identify systemic breakdowns in processes or handoffs and lead continuous improvement efforts to reduce friction and manual effort
• Partner cross-functionally with Sales, Field Operations, Provisioning, IT, and Product to ensure alignment on customer commitments and delivery execution
• Serve as the escalation point for complex onboarding and order delivery issues
• Ensure timely resolution of service-impacting challenges through structured escalation paths
• Identify recurring issues and drive preventative solutions to reduce future escalations
• Maintain clear communication with internal stakeholders during high-impact delivery issues
• Work closely with Sales, Marketing, Field Operations, Provisioning, and Product teams to ensure alignment on customer commitments and delivery expectations
• Represent Customer Care perspectives in cross-functional working sessions related to onboarding, installs, and service readiness
• Ensure operational feedback loops are established and used to improve upstream and downstream processes

Senior Manager, Customer Operations

Account Manager

• Analyze business needs across assigned bulk portfolio
• Monitor overall property ‘account health’
• Spend 50%+ of working time in the field enhancing property relationships
• Build and maintain strong relationships with property management teams
• Address questions or concerns from property teams and residents
• Own distribution, placement, and tracking of marketing materials
• Manage and resolve billing inquiries and service concerns
• Maintain accurate property and activity records

Bulk Account Manager

Software Engineer

• Oversee a team responsible for E2E Project Management and Network Ready Delivery for all of BSPD’s off-net contracted services
• Influence and support multiple NetEx Steering Committee Project Charter initiatives
• Drive implementation of activities for complex projects
• Support a diverse workforce that drives centralized construction and network related functions
• Lead various Engineering and Construction centralized functions
• Initiate process improvement and develop operational and network improvement techniques
• Provide technical system support for Engineering and Construction applications
• Provide critical data to drive ongoing operational and financial performance improvement.
• Drive the company culture and strategies, creating strategies to achieve business goals
• Lead by example in creating an environment that encourages open communication and builds strong cross-functional relationships

Engineering Manager – Construction

Business Analyst

• Serve as a critical bridge between Finance and Technology
• Translate business strategy into system-enabled solutions that improve financial operations, billing accuracy, and reporting
• Partner closely with Finance, IT, and cross-functional leaders to define requirements
• Optimize processes and ensure technology platforms effectively support financial operations
• Lead the end-to-end requirements lifecycle
• Develop and maintain business requirements documents and functional specifications
• Ensure alignment between Finance business needs and enterprise platforms
• Identify process gaps and recommend automation, system enhancements, and workflow improvements
• Partner with Product Owners and Platform teams to translate requirements into user stories
• Communicate project status, risks, dependencies, and outcomes to stakeholders

Business Analyst, Finance & Billing

Account Executive

• Manage a customer base
• Attract new clients
• Win new business from existing accounts
• Maximize profitability within sales territory
• Work with prospects through the entire sales cycle
• Provide accurate reporting and feedback contributing to attaining sales goals

Field Sales Representative, SLED – Midwest

Engineer

• Create and maintain fiber network and conduit designs using GIS/CAD tools such as IQGeo, AutoCAD, and ArcGIS
• Translate survey data and engineering inputs into construction-ready drawings and documentation
• Apply design standards to ensure constructability, safety, and compliance with company requirements
• Review and process construction redlines to generate accurate as-built records
• Validate design-to-build conformance and ensure field updates are captured and recorded promptly
• Serve as the primary technical interface for vendors submitting fiber design packages
• Conduct QA/QC reviews of vendor-provided designs to ensure accuracy, completeness, and compliance with standards
• Identify and resolve discrepancies in design submissions and coordinate acceptance into internal GIS systems
• Maintain centralized, accurate records of all network assets and design versions
• Support data governance efforts by reconciling survey, design, and construction data to ensure accuracy
• Collaborate with Site Survey Engineers, Construction Managers, and Operations teams to confirm build feasibility and accuracy
• Provide design and GIS expertise during project planning, execution, and closeout
• May perform other duties as assigned

Fiber Engineer

• Tracking and reporting roadblocks faced by the TSC, ensuring timely resolution
• Serving as a Subject Matter Expert (SME) for programming and facility assignments to support field technicians and IBP with escalations
• Communicating process changes across the TSC to ensure understanding and compliance
• Collaborating with cross-functional teams to identify issues, propose solutions, and engage Process and Platform Support personnel when needed
• Managing escalations into the TSC, follow through to resolution, and highlight potential fixes
• Representing TSC on project calls and ensuring team awareness of upcoming changes
• Partnering with reporting teams to maintain accurate and actionable TSC metrics

Operations Analyst

Manager

• Develop and execute strategies to reduce customer churn within the first 90 days of the customer lifecycle
• Own base management strategies to reduce churn during the first 90 days post-activation
• Partner with Product, Network, Care, CX, and Operations teams to address root causes impacting early life churn
• Own the base management components of the mover's program, with accountability for retention and reconnection performance
• Develop proactive strategies to identify movers early and reduce disconnect-driven churn
• Provide clear segmentation, targeting criteria, timing, and success metrics for CRM programs
• Support test-and-learn approaches to improve base management effectiveness

Base Management Manager, Early Life and Moves

Project Manager

• Lead end-to-end delivery of Finance and financial systems projects, including scope, timelines, milestones, and resource planning.
• Develop and maintain detailed project plans, ensuring alignment with business priorities, budgets, and delivery commitments.
• Facilitate project kickoff, stakeholder alignment, and ongoing governance to ensure clarity of objectives and accountability.
• Manage day-to-day execution of projects, ensuring deliverables are completed on schedule and within scope.
• Partner with Finance, IT, FP&A, Operations, Consumer, Business, and external vendors to ensure seamless project execution and system integration.
• Serve as the primary point of contact for project stakeholders, providing clear, timely communication on progress, risks, and issues.
• Manage User Acceptance Testing (UAT) for Finance initiatives, including test planning, coordination, defect tracking, and resolution.
• Identify, assess, and mitigate project risks; escalate issues as needed to protect timelines, budgets, and outcomes.
• Manage change control processes when scope, timelines, or requirements evolve.
• Track project budgets, forecasts, and resource utilization to ensure strong financial stewardship.
• Ensure data accuracy, integrity, and compliance through strong governance, documentation, and control processes.
• Drive continuous improvement by identifying process gaps, system inefficiencies, and opportunities for automation and optimization.
• Conduct post-implementation reviews and lessons-learned sessions to strengthen future project delivery.

Project Manager, Finance

• Proactive technical leadership regarding issues related to service assurance and delivery, network reliability, and customer satisfaction
• High level analysis and identification of unique, complex, or chronic issues in the switch network
• Technical management and direction in the resolution of real time, network-affecting core and peripheral elements, applications, or issues involving malfunction, degradation, and/or failure situations
• Training and mentorship of lower-level Technical Support engineers and technicians, including the production and delivery of job aids, operational processes and procedures, and technical management methodologies
• In-depth subject matter expertise in hardware/software/database operations for the Nortel DMS-10 switching systems. Subject matter expertise in the production of Technical Support bulletins and alerts
• Reviewing and approving or deny/correct Methods of Procedures (MOP), Network Change Management System documents (NCMS) Task Orientated Practices (TOP), Product Change Notices (PCN), Vendor Manuals, Standard Configurations, etc. relative to quality, accuracy, and reliability
• Technical direction of personnel and contractors in Field Operations and Core and Customer Installation, Repair, and Maintenance Centers
• Engagement with manufacturers, suppliers, industry representatives, and entities
• Availability and ability to perform 7x24x365 and on- call duties with limited assistance

Senior Operations Engineer, Voice Switching Support

• Initiate sales process promoting service, products, equipment, and capabilities for multiple product lines
• Work with customers to identify needs, create solutions, and ensure a smooth sales process
• Provide accurate reporting and feedback contributing to attaining sales goals and plan attainment
• Identify business opportunities to maintain sales goals and provides in-depth knowledge of competitors and suppliers to management
• Lead a RFP and capture team in acquiring new public sector contracts
• Maintain customer service relationship with customer throughout the process regarding any questions and assistance needed
• Prepare and present media presentations using PowerPoint to prospective clients
• Develop expertise in building top-producing sales contracts through strategic marketing, tactical sales, and key account management
• Track all sales activity, contacts, and history in CRM system
• Establish and maintain relationships with key decision makers and customers
• Develop new accounts and penetrated accounts where previous Representatives may have been unsuccessful

Field Sales Representative, SLED

Program Manager

• Support the accurate, timely, and compliant execution of Brightspeed’s billing operations and customer invoicing
• Own the planning, coordination, and execution of billing-related initiatives, including invoice messages, bill inserts, layouts, and regulatory or product-driven changes
• Manage and prioritize billing-related incident tickets (INC), partnering with IT and vendors to triage issues, implement fixes, and prevent recurrence
• Support the “Bill on Time” operating model by monitoring invoice readiness, data quality, and billing messages to ensure accurate and timely invoice delivery
• Perform pre- and post-billing reconciliations and regression testing to ensure invoice completeness and accuracy
• Investigate and resolve discrepancies related to usage feeds, orders, pricing, and customer hierarchies
• Manage invoice-related projects such as bill redesigns, new product launches, regulatory changes, and system enhancements
• Develop timelines, track milestones, manage dependencies, and ensure billing changes are delivered without disrupting billing cycles
• Perform audits and validations to support SOX controls, tariff compliance, and contractual requirements
• Support revenue assurance activities by reconciling billed versus unbilled usage and validating invoice-level revenue

Billing Operations Analyst

Customer Support

• The Customer Care Manager is the single point of contact for strategic revenue customer accounts with complex product needs.
• In this position, you will proactively manage customers’ service needs ensuring the highest level of satisfaction, exceeding deliverables and timelines within the Customer Journey.
• Manage interactions from the order origination through revenue assurance.
• Promote revenue growth, retention, and overall client satisfaction.
• Provide support, coordination, and guidance on client and service delivery processes.
• Serve as the escalation point for customer inquiries and issues.
• Includes: order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance.
• Communicates order status and governance via client facing communication.
• Meet learning, development and personal growth objectives to provide a superior customer experience.
• Deliver data and feedback to other internal organizations on chronic performance issues and recommendations.
• Provide Client Business Reviews on a recurring basis, no less than bi-annually.
• Support Service Assurance and Repair in Network Service Review (NSR) presentation to client.
• Initiate mitigation strategies to optimize customer solution delivery.
• Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support).

Customer Care Manager

• Lead the implementation and ongoing operation of data quality and reliability frameworks across data ingestion, transformation, and curated data layers.
• Establish and manage processes for data quality issue intake, triage, root cause analysis, remediation coordination, and closure.
• Define and operationalize technical data quality checks, thresholds, and monitoring standards in partnership with data and platform engineering teams.
• Partner with Platform Engineering to leverage observability signals related to data freshness, volume, schema changes, and pipeline health.
• Oversee and optimize the use of data quality, governance, and observability tools (e.g., Dataplex, Datafold, Atlan, or similar platforms).
• Ensure data quality and reliability practices are embedded by design into pipelines, integrations, and transformation workflows.
• Collaborate with BI & Analytics teams to ensure dashboards, reports, and metrics are built on reliable and trusted data foundations.
• Serve as the primary IT execution owner for data quality, aligned with business-led data governance and stewardship models.
• Track, measure, and report improvements in data quality, reliability, and issue resolution effectiveness.
• Lead, coach, and develop team members supporting data quality and reliability initiatives.

Manager, Data Quality Reliability

• Installing, maintaining, and troubleshooting of high-speed internet, video, and voice networks including associated wiring and equipment
• Performing maintenance and repair on outside plant facilities
• Climbing poles, using a shovel and pick to dig up and bury cable, working in utility access holes or controlled environmental vaults (CEV), and locating buried telephone cables
• Observing all safety rules and regulations
• Assisting other technical personnel in the performance of their duties when requested
• Actively supporting sales and marketing related activities
• Directing customer facing work and sales referrals